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Facing
Customer
Aggression
CSG July 2023 speaker: Amy Lynes: Facing a rise in customer aggression

Facing a rise in customer aggression

Presentation by: Amy Lynes, Senior Workplace Relations Consultant, National Retail Association

CSG event video now available (members only)
Presentation package now available (members only)

Retail workers are currently confronted by a trend of rising bad behaviour from customers, manifest as frustration, anti-social behaviour and aggression, which is affecting employees’ workplace safety and wellbeing.

This issue was discussed in a presentation on 11 July by Amy Lynes, Senior Workplace Relations Consultant with the National Retail Association (NRA). She spoke about the impact of customer aggression on frontline retail employees, both in large retailers and small local businesses.

The industry is focused on how to manage this trend, alongside other workplace health and safety obligations, including controlling psychosocial risks and proactively preventing sexual harassment, to keep their employees safe and properly supported.

Amy said the NRA has seen a huge increase in demand from their members for training courses on dealing with aggressive customers, as well as members accessing their guides on topics such as preventing workplace sexual harassment.

Her presentation was followed by questions and discussion.

The presenter:

Amy Lynes joined the National Retail Association (NRA) in 2022, where she is a Senior Workplace Relations Consultant. NRA is a not-for-profit peak industry body that represents the interests of over 40,000 shop fronts across Australia. Prior to that Amy, who has a law degree, led a Human Resources team for over a decade with a national retail and manufacturing business. This included overseeing areas such as learning and development, industrial relations and work health and safety.

 
 

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AI
Know-how
and OHS

CSG October 2025 event - Presenter John Ansley, Co-Founder & Head of Revenue, Knowby - AI Know-how & OHS


AI Know-how & OHS

Presented by: John Ansley, Co-Founder & Head of Revenue, Knowby
Topic: AI know-how & OHS
How: CSG Lunchtime Presentation - via zoom or in person

Date: Tuesday 14 October 2025, noon
Non-Members welcome to attend

AI know-how & OHS
The topic of Artificial Intelligence (AI) is being met with rising interest and speculation about how it can be applied in the workplace. An example of the successful use of AI in OHS will be presented to Central Safety Group on Tuesday 14 October by John Ansley, co-founder of Knowby.
They have developed a digital tool, Knowby Pro, that takes the complexity out of instructions, giving instant access to critical information. John will demonstrate how the Knowby Pro platform works, and the different ways it can be applied in business.
CSG Committee member Gavin Kenny, who is Head of Health and Safety Systems Transformation at Opal, will contribute to the presentation by talking about how he uses the tool at his workplace. He will give his perspective on its application at Opal, and how it has improved their OHS communications.
Billed as an alternative to those painful how-to manuals and instructional videos, Knowby Pro allows users to create SOPs or work instructions using a combination of text and images and/or video, with the help of AI.
John and Gavin’s presentation will include an opportunity for questions from the audience.

About the Speaker:

John Ansley is a technology expert who co-founded Knowby in 2021, building on his many years’ experience across the information technology landscape. He has provided advice and direction to a range of industries from start-up to major enterprise solutions, both in Australia and internationally.
He has had roles as COO and Chief Information Officer, in business development, strategic consulting and digital transformation programs. Organisations he has worked with include Rio Tinto, BHP, Roche Pharma, Linfox and Toll Group.
John has an MBA from the Australian Institute of Business.

Date: Tuesday 14 October 2025
Time: 12:00pm to 1:00pm
Where: Regus Yarra Room, 50th floor, 120 Collins Street, Melbourne. Our thanks to Helen O'Keefe for providing the venue.
How: Online via Zoom or in person - the link will be sent out on the afternoon of the Monday preceding the event
N.B. A video recording of the session will be available on the website exclusively for financial members.
Cost: Financial members* free. Others $15
RSVP: COB Monday 13 October 2025. Online using our RSVP form
Join: Join CSG now [Individual membership fee: $85.]
*If unsure of your membership status, contact This email address is being protected from spambots. You need JavaScript enabled to view it.
   RSVP: by Monday 13 October.
Online using our RSVP form or Email: This email address is being protected from spambots. You need JavaScript enabled to view it., phone the secretary T: (03) 9387 9768 Mobile 0417 040 252
The Zoom event link will be emailed on the afternoon of Monday 13 October.

Don’t forget to put every second Tuesday from February to December in your Calendar!

 

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